Our 30 day money back guarantee should be read in conjunction with these terms. In the event that there is any conflict between the guarantee and the terms as set out here, the guarantee shall be deemed to overrule the terms.
Order Acceptance and Processing
After placing an order we will process your credit or debit card, or obtain funds from your PayPal Account, for payment. As soon as we have received authorisation for the payment from your card provider or PayPal we will begin to process your order through our system and we will send you an email acknowledging receipt of your order. This email constitutes acceptance by us and at this point a contract is formed between us. It is our policy to charge card for payment upon taking an order even if the goods are not immediately available for shipment.
Cancellation of Orders
If you cancel your order you will be given a cancellation number.
To cancel please email: [email protected] You must keep a record of this number. Orders are only canceled once this number is provided and any claims that an order was canceled will not be entertained unless a cancellation number can be quoted. Orders cannot be canceled once the order has been given to our warehouse for picking and packing. If you no longer require goods that have entered our warehouse system you will have to return them under the Returns Policy - Changed Your Mind. (See below). Please note that if you return the goods within 7 days in accordance with the Distance Selling Regulations then no restocking charge will be made.
Delivery of Goods
The delivery of goods to you is deemed to be a separate contract for services, distinct from your contract to purchase the goods. Delivery may be effected in one or more installments. Changes to the delivery address made by the purchaser after the goods have been handed to the delivery company will incur an additional charge of £20.00.
If an item on a delivery is damaged, make a note of the damaged item on the delivery paperwork and email [email protected] with the details. Do not refuse the delivery unless every item is damaged. If you refuse a delivery with any undamaged items on it you will be charged for the return and the redelivery of those items. For large pallet deliveries please be aware that the costs will be considerably higher than the fee you are charged for delivery.
The delivery drivers are not insured to take their vehicles on roads other than public highways. If you live in a remote location and your home is not on a public road, e.g. if you live at the end of a farm track, then the driver will deliver the goods to the end of the public road only. You accept this when placing your order and if you refuse the delivery because of the driver cannot drop at your door then you will be charged the actual delivery costs and collection fees. (This will apply to large, bulky item orders arriving on pallets like bathroom suites or shower enclosures. Smaller parcels can be usually delivered on foot by the driver.)
Delivery dates are approximate and no liability whatsoever is accepted in respect of late deliveries.
If for any reason expected delivery will exceed 14 days from the date of receipt of order the customer will be informed and given the opportunity to cancel the order.
In certain circumstances where large bulky items are being ordered for delivery to very remote locations (such as Scottish Islands) there may be an additional carriage charge. If your order falls into this category then you will be notified of the extra cost and given the option of accepting the extra charge or canceling your order.
The driver will break down the pallet and move the individual items to a single location of your choice outside the property. The drivers may be prepared to assist with moving the items into the property but this is entirely at their discretion, they are not obliged to do this.
The delivery will be made by a single driver, so if the items you have ordered are heavy please ensure that an able bodied person is available to assist the driver with the carrying. For Health and Safety reasons the driver cannot carry heavy items on his own.
Without prejudice to the statutory rights afforded to consumers under English law, woodburnerworld.co.uk accepts no liability for any failure to ship products where this results from its inability to do so resulting from acts of god, civil commotion, riots, flood, drought, fire, legislation or other factors outside it's control,or its decision on reasonable grounds not to do so for reasons of suspicion of credit card fraud or similar, provided that it takes all reasonable steps to notify you within fourteen (14) days of order placement that products will not be shipped as ordered.
In such cases woodburnerworld.co.uk will not process any payment or will immediately refund any payment made, in full. It is your responsibility to ensure that you order from woodburnerworld.co.uk with sufficient lead time to prevent any loss or disappointment resulting from such non-shipment.
In the event that there is a pricing error on the website then woodburnerworld.co.uk will not be bound to honour any orders made at that price.
Disclaimers and Limitations on woodburnerworld.co.uk Liability
WITHOUT PREJUDICE TO STATUTORY RIGHTS AFFORDED TO PURCHASERS OF PRODUCTS, THE INFORMATION AND MATERIALS CONTAINED IN THIS SITE, INCLUDING, WITHOUT LIMITATION, TEXT, GRAPHICS, AND LINKS, ARE PROVIDED ON AN "AS IS" BASIS WITH NO WARRANTY, AND IN PARTICULAR, woodburnerworld.co.uk DOES NOT REPRESENT OR WARRANT THAT THE INFORMATION ACCESSIBLE VIA THIS SITE IS ACCURATE, COMPLETE OR CURRENT, OR THAT USE OF THE SITE IS FREE OF RISK OF VIRUSES OR OTHER DAMAGE. PRICE AND AVAILABILITY INFORMATION IS SUBJECT TO CHANGE WITHOUT NOTICE. PRODUCTS PURCHASED FROM woodburnerworld.co.uk AND RELATED SERVICES, WHICH ARE PROVIDED BY woodburnerworld.co.uk , ARE WARRANTED IN ACCORDANCE WITH LAW, AND NOTHING HEREIN IS TO BE TAKEN TO EXCLUDE OR RESTRICT ANY RIGHTS, WHICH APPLICABLE LAW GRANTS TO CONSUMERS IN RESPECT OF SUCH PRODUCTS OR SERVICES. INDIVIDUAL PRODUCTS MAY BE THE SUBJECT OF ADDITIONAL WARRANTIES OR GUARANTEES GIVEN BY THEIR MANUFACTURERS DIRECTLY. SUCH WARRANTIES ETC. ARE NOT ENFORCEABLE AGAINST woodburnerworld.co.uk , BUT ONLY AGAINST THE PERSON GIVING THEM.
woodburnerworld.co.uk ARE RETAILERS AND NOT TECHNICAL EXPERTS IN THE FIELD OF DIY. ALL Wood Burner World STAFF ARE INSTRUCTED NOT TO GIVE ANY FORM OF TECHNICAL ADVICE. IF YOU HAVE A TECHNICAL QUERY IT SHOULD BE DIRECTED TO A SUITABLY QUALIFIED PROFESSIONAL. YOU AGREE THAT ANY ADVICE GIVEN BY A MEMBER OF woodburnerworld.co.uk WILL NOT BE RELIED UPON WITHOUT VERIFICATION WITH A SUITABLY QUALIFIED PROFESSIONAL. woodburnerworld.co.uk ACCEPTS NO RESPONSIBILITY FOR ANY DAMAGE CAUSED BY YOUR RELIANCE ON ANY SUCH ADVICE.
EXCEPT AS PROVIDED ABOVE THERE ARE NO OTHER WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, AND ALL SUCH TERMS ARE HEREBY EXCLUDED TO THE MAXIMUM EXTENT PERMITTED BY LAW. woodburnerworld.co.uk ACCEPTS LIABILITY FOR ANY INDIRECT OR CONSEQUENTIAL LOSS IF IT ARISES FROM THE NEGLIGENCE OF woodburnerworld.co.uk , OR OF ITS SERVANTS AND AGENTS, UP TO A LIMIT, IN RELATION TO ANY ONE EVENT OR SERIES OF EVENTS ARISING FROM A COMMON CAUSE, OF TEN THOUSAND POUNDS (£10,000).
Returns Policy - Returns Form & Returns Number
Returns must be made with a completed returns form. These can be obtained from the website if you cannot find one in the box with your delivery.
You should email [email protected] and request a returns number so that we know to expect your return.
Please ensure that you include your full details with any goods you return to us. You can do this by using the returns form below. Using this form will help us to deal with your query more effectively.
Returns Policy - Faulty Goods
All products supplied by Wood Burner World come with a 12 month retailers guarantee. Any guarantee periods longer than this quoted on the website for particular products are provided by the manufacturer and are not in any way endorsed or backed by Wood Burner World. We pass on manufacturers warranties in good faith but we do not endorse them and they form no part of your contract with Wood Burner World. For the avoidance of doubt if the manufacturer becomes insolvent you accept that the additional guarantee is lost.
In many cases the manufacturers provide an after sales team of engineers who will come out and fix any problems that you may have with their products. If such a service exists we will provide you with the telephone number of the manufacturer's after sales team and to speed up the process you can make the necessary arrangements directly with them. In the event that you are not satisfied with the service they provide then please contact us and we will endeavour to resolve any problems for you.
We will arrange for a repair or refund the cost of the goods and the delivery charge for all faulty goods notified to us within 12 months of delivery.
Please contact [email protected] to discuss any problems..
All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded. You will be charged the actual cost of the delivery and the collection.
For large pallet deliveries please be aware that the actual costs will be considerably higher than those you were originally charged for delivery. If the product has been installed and used for an extended period of time and no fault is found you will not be refunded and the product will be returned to you.
Checking Deliveries For Shortages Notifying Wood Burner World
You agree to examine the delivery and report any missing items within 7 days of delivery. We will not accept liability for any shortages if they are not reported within this period.
Checking Goods For Carrier Damage and Notifying Wood Burner World
(Please note that the following applies to carrier damage, which should be visible from external damage to the packaging. It does not apply to faulty goods, you are allowed a reasonable period to examine goods for faults after delivery)
For small item deliveries that arrive with carriers please inspect the goods as soon as possible after the delivery to ensure they are as per your order. Any delay in reporting problems to us could affect your right to a refund.
For bulky deliveries that arrive on pallets you agree to check the goods for damage before signing the drivers delivery note. If you do not check the the goods and sign to confirm they were received in good condition the driver will not leave them and they will be returned to us. They will not accept delivery notes marked with the words unchecked or any other term designed to obviate the need to check the delivery before signing for it. If the driver refuses to wait while you check the goods then you must refuse to accept the delivery and email [email protected] with the details as soon as possible.
If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage.
Returns Policy - Changed Your Mind
If you change your mind about the product when you receive it you can notify us any time within 7 days and return it for a full refund at your own cost. Any refunds will be made within 30 days of receiving your returned item.
It is your responsibility to ensure that returned goods reach us in good condition. They should be well packed when you return them to us. Please do not write on the product packaging and send to:
Wood Burner World - Returns Inspection Department
Unit 4 Millennium Court
For large pallet deliveries please be aware that the costs to send them back will be considerably higher than the standard the price you were originally charged for delivery.
We suggest that you take out carrier insurance on any items you send back to us.
To obtain a returns number please email: [email protected]
The Consumer Protection (Distance Selling) Regulations 2000 / Returns Since 31 October 2000 UK consumers now have the right to cancel their order within a "cooling off period", this "cooling off period" is 7 days starting the day after delivery. Cancellation must either be in the form of facsimile, email or letter and sent to our address as listed on the contact page of this site . If you cancel your order under these provisions then you will be responsible for returning the goods to us in good condition or alternatively you will be responsible for our costs in recovering the goods. You must make sure that you take good care of the goods and that they are undamaged and not rendered unsaleable through excessive or inappropriate use during this period.
Protecting Your Security
To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
You agree that we may use Personal information provided by you in order to conduct appropriate anti fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information
We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
This site may contain links to other sites on the Internet that are owned and operated by third party vendors and other third parties (the "external sites"). woodburnerworld.co.uk . is not responsible for the availability of, or the content located on or through, any external site, nor for any transactions between you and such sites (including as to 'cookies', personal data, confidential information, or purchases of goods or services). You should contact the site administrator or webmaster for those external sites if you have any concerns regarding such links, content or transactions.
Publication of Comments Online
You agree that we can publish any comments that you send to us concerning the quality of our service or products on our website. We may use your name and town of residence, but we will not publish your email address, telephone number, website address or street address.
We aim to exceed our customer expectations as often as possible, however there may be rare occasions when a customer feels that they have not been treated fairly. If this is the case you agree that before posting any negative comments on any website, newsgroup, blog or other online resource you agree to write to the customer services manager explaining the problem and allow her 14 days to investigate and resolve the problem and/or respond in writing. If you are still unsatisfied then you agree to include the customer services reply in any online publication you make, to provide any readers with a balanced view.
Needless to say publication of negative material that is untrue will result in an action for libel against the publisher.
All rights in the site design, text, graphics and other content, interfaces, and the selection and arrangements there of belong to Online Home Retail Limited or its licensors. All rights are reserved save as set out below. Permission is granted to electronically copy and to print hard copy portions of this site for the sole purpose of placing an order with Online Home Retail Limited. Or using this site as a shopping resource. Any other use of materials on this site, including reproduction for purposes other than those noted above, modification, distribution, or republication is strictly prohibited.